资深产品经理, 语音AI
Principal Product Manager, Voice AI
#### 公司简介
一切始于工程师Fred Luddy为他的同事Phyllis编写了一段代码，自动化了一个繁琐的任务。她感动得喜极而泣。那一刻激发了Fred创建一家公司，让每个人都能摆脱琐事，专注于有意义的工作。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在打造一种AI原生文化，让技术和人才 unstoppable 一起前进。我们才刚刚开始。
加入我们，让AI为人们工作。
#### 职位描述
**团队介绍**
Voice AI是ServiceNow增长最快的Now Assist功能之一：能够端到端解决客户互动的智能语音代理。该平台已投入生产，服务知名客户，并在快速扩展，与资金雄厚的初创公司和CCaaS传统厂商在买家最关注的维度上直接竞争，包括对话质量、问题解决率和可靠性。
**职位介绍**
ServiceNow正在寻找一位高级产品经理，负责Voice AI平台的对话核心。这是一个罕见的组合：一个已在企业客户中验证的产品，同时拥有真正的0→1构建者的使命和范围。团队正处于快速增长的轨道上，目前仅服务于少数客户，未来一年将扩展至100家。对于希望拥有快速发展的技术深度产品并有明确市场影响路径的代理型AI产品负责人来说，这就是这个职位。
**你将负责**
- Voice AI平台的对话核心——对话质量、LLM选择和评估。
- 新兴的语音到语音模型集成和部署策略。
- 让企业客户能够设计和快速部署自己的语音代理的客户赋能策略。
**为什么这个职位很重要**
- 在转折点上负责定义类别的产品，已服务知名客户并快速扩展，具有旗舰项目的增长轨迹和高管可见性。
- 在技术本身仍在定义的过程中，塑造语音到语音模型集成的路线图。在企业平台中拥有真实的分发渠道，具备真正的0→1自由度。
- 在市场上与资金最雄厚的初创公司和CCaaS传统厂商直接竞争，拥有ServiceNow的资源和影响力。
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#### Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
#### Job Description
**About the Team**
Voice AI is one of ServiceNow's fastest-growing Now Assist capabilities: intelligent voice agents that resolve customer interactions end-to-end. The platform is already in production with marquee customers and scaling fast, competing head-to-head against well-funded startups and CCaaS incumbents on the dimensions buyers test most, conversational quality, containment, and reliability.
**About the role**
ServiceNow is looking for a Principal Product Manager to lead the conversational core of its Voice AI platform. This is a rare combination: a product already validated in production with enterprise customers, paired with the mandate and scope of a true 0→1 builder. The team is on an aggressive growth trajectory, scaling from a handful of live customers today toward 100 within the next year. For an agentic AI product leader who wants ownership of a fast-moving, technically deep product with a clear path to market impact, this is that role.
**What You'll Own**
- The conversational core of the Voice AI platform — dialog quality, LLM selection, and evaluation.
- The emerging voice-to-voice model integration and deployment strategy.
- The customer-enablement motion that lets enterprises design and ramp their own voice agents.
**Why this role matters**
- Own a category-defining product at an inflection point, already live with marquee customers and scaling aggressively, with the growth trajectory and executive visibility of a flagship initiative.
- Shape the roadmap for voice-to-voice model integration as the technology itself is still being defined. Genuine 0→1 latitude inside an enterprise platform with real distribution.
- Compete directly against the best-funded startups and CCaaS incumbents in the market, with the resources and reach of ServiceNow's Now Assist platform behind you.
- Sit at the center of both the product and the customer, owning enablement as well as the core conversational engine, rather than a narrow slice of either.
**What Success Looks Like**
- Scaling the Voice AI platform's live customer base from a small handful today to roughly 100 within the next year.
- Measurable improvement in conversational quality, containment, and reliability. The dimensions enterprise buyers evaluate most closely.
- A voice-to-voice model integration and deployment strategy that keeps pace with a fast-moving technology landscape.
#### Qualifications
- 10-12+ years of product management experience, recent hands-on experience shipping voice AI products in the last 12–18 months. Years of PM tenure matter far less than what you've shipped recently and how deep you've gone technically.
- Fluency with voice stack: ASR, TTS, speech-to-speech, streaming, latency, endpointing, barge-in, turn-taking, noise handling.
- Telephony fluency: SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar CCaaS platforms.
- Experience defining voice-specific evaluations (task completion, latency, transcription accuracy, interruptions, conversational quality).
- Strong technical background in conversational AI and real-time interactions.
- Depth in LLM model evaluation for conversational use cases.
- Proven experience in AI customer enablement — helping enterprise customers design and ramp their own solutions.
- A track record of driving 0→1 innovations from early product to scale.
- Experience with telephony and real-time media signaling in a voice AI context.
For positions in this location, we offer a base pay of **$221,200 - $387,100**, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
#### Additional Information
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. [Learn more here](https://careers.servicenow.com/life-at-servicenow#workpersonas). To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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